ACCESSIBLE CUSTOMER SERVICE POLICY

Richardson GMP is committed to providing excellence in accessible service for all customers. 

Richardson GMP will use reasonable efforts to ensure that its policies, practices and procedures are provided in a manner that respects the dignity and independence of persons with disabilities and that the services provided are integrated with those provided to persons who do not have disabilities unless an alternative measure is necessary to enable a person with a disability to obtain, use or benefit from Richardson GMP’s services. 

When communicating with a person with a disability, Richardson GMP will do so in a manner that takes into account the person’s disability when necessary.

General Principles

Assistive Devices
Richardson GMP will ensure that our staff are trained and familiar with various assistive devices that may be used by customers with disabilities while accessing our services.

Service Animals
We welcome people with disabilities and their service animals. Service animals are allowed on the parts of our premises that are open to the public.  It should be noted that it is the responsibility of the person with a disability to ensure that his or her service animal is kept in control at all times.

Support Persons
A person with a disability who is accompanied by a support person will be allowed to have that person accompany them on our premises.

Notice of temporary disruption
In the event of a planned or unexpected disruption to services or facilities for customers with disabilities at any Richardson GMP branch location, clients will be notified by posting the details at the branch location.  The notification will include information about the reason for the disruption, its anticipated length of time, and a description of alternative facilities, if available.

Training
Richardson GMP will provide training to all employees, regardless of province, on our accessible customer service policy.  The amount and format of training given will be tailored to suit each employee’s interaction with clients and will focus on the following:

  • An overview of the Accessibility for Ontarians with Disabilities Act, 2005 and  the requirements of the customer service standard
  • Richardson GMP’s policy
  • How to interact and communicate with people with various types of disabilities
  • How to interact with people with disabilities who use an assistive device or require the assistance of a service animal or a support person
  • What to do if a person with a disability is having difficulty in accessing a Richardson GMP branch location.

Employees will be trained as soon as practical following their date of hire, no more than 6 months after their start date, as well as on an ongoing basis as changes occur to applicable policies, procedures and practices.  Richardson GMP will keep records of the training. 

All documents required by the Accessibility Standards for Customer Service are available upon request, subject to privacy protection laws.  When providing such documents to a person with a disability, Richardson GMP will provide the document, or the information contained in the document, in a format that takes into consideration the person’s disability.

Feedback
Richardson GMP is committed to providing high quality service to all of our clients.  Feedback from clients about the delivery of services to persons with disabilities may be given in confidence by telephone, in person, in writing, in electronic format or through other methods.

Email Torgmphumanresources@richardsongmp.com 

Mail or deliver to:
Richardson GMP
Human Resources
145 King Street West, Suite 500
Toronto, Ontario
M5H 1J8

Fax to:
416.943.6691